a case study religare mantra labs · onsite seo best practices leveraging every latest google &...

[email protected] www.mantralabs.tech

RELIGAREMANTRA LABS

&

Digitizing Insurance

-A Case Study-

https://www.mantralabsglobal.com/

Domain Focused Products and Solutions for the Digital Insurer

Real World Problem Solving using Artificial Intelligence and Customer Experience Consulting

100+P R O J E C T S

150+G E E K S

03O F F I C E S

Key Partnerships

ABOUT US

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Strong CustomerExperience Consulting.

Tech enabled Innovation in Web/Mobile/IOT for InsurTech

AI/ML strategy & Advisory focused on Cognitive Insurance

AI Powered Inbound Document Processing

Insurance Specific AI Enabled Chatbot

Insurance Lead Conversion Accelerator

MANTRA’S VALUEPROPOSITION

Building world-class products is at the core of every engagement we have undertaken. Be it bleeding edge technologies, obsessing over the consumers needs or ensuring coding best practices – our passionate team is well equipped to holistically come up with and execute your Digital strategy.

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54O F FI C E S

2.6ML I V E S

1200E M P L O Y E E S

1100C O R P O R A T E S

300+L O C A T I O N S

Religare Health Insurance Company is a specialist health insurer engaged in the distribution & servicing of health insurance products. It is one of the Top Health Insurers in India and part of a major Financial Services Conglomerate.

RELIGARE -THE CLIENT

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ENGAGING WITH RELIGAREMantra Labs started working with Religare in early 2016 to provide process improvements over the complete customer lifecycle for insurance products. Mantra Labs is now a strategic advisory & delivery partner with Religare. We are involved in defining the technology vision roadmap of Religare Insurance.

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COMPLETE LIFECYCLE ENGAGEMENTMantra Labs has been involved with Religare in all aspects of the Insurance Customer Life-Cycle and has come up with various innovative products and services to maximize conversions across the sales funnel.

Pre-Sales01.

CustomerEngagement

02.

Renewals04.

Claims03.


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PRE SALE CUSTOMER ENGAGEMENT CLAIMS RENEWALS OTHER INITIATIVES

CONVERTING PROSPECTS

Revamping the Digital Touch Points

AI enabled Chat Assistant

New Travel Insurance Buying Journey

The Lead Conversion Accelerator


Analytics based decision making for newer features and improvements.

In depth User Persona Analysis for identifying user disconnects.

Major Refactoring of Code to maintain standards.

Performance optimization at web, server and core processes level

Material Design Standards to ensure standardization across all portals.

Focus on Security Compliance with auditsfrom third parties.

01. 02. 03.

04. 05. 06.

The KEY PRINCIPLE :

REVAMPING DIGITALTOUCH-POINTS

An in-depth study of Analytics Data and the Human Psyche to come up with insights to build a new customer journey which leads to higher conversions.

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AnalysisUser behaviour User interviews

Existing AnalyticsSEO Analysis

Content Analysis

SynthesisNew buyer journeyIntuitive features

SEO friendly Landing page

The Travel Insurance section was having significant customer drop-offs despite having a very competent product. We researched and came up with Insights on Human behavior, Analytics and Information Architecture to build the new visual journey

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FOR TRAVEL INSURANCE


The Religare Travel Journey

Key issues with the page.

● Confusing plans all gelled together. ● Misleading text. ● Not SEO friendly. ● Key USPs not called out. ● Painful quote box with too much cognitive

load. ● No mobile first approach.

PREVIOUS

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View Experience

Bounce Rate decreased from70% to 28%

Mobile 1st approachA more visual buying journeyCleaner information architectureone click touch inputs

NEW CUSTOMER


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Impact :


https://invis.io/Z8NQWV3TG47

FACILITATINGLEAD GENERATION

Complementing Marketing Efforts by designing custom landing pages with clear Call-To-Actions.

Onsite SEO best practices leveraging every latest Google & Bing Search Algorithmic Updates.

Customized Home Page and Personalized Emails for various campaigns and festivals.

User Cookie Tracking from third party sites to solve lead attribution. The custom solution saves on licensing cost of proprietary solutions.


01.

03.

02.

04.

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AI POWERED RELIGARE CHAT ASSISTANT

Mantra Deployed its proprietary ChatBot on the website which led to significant uptick in leads.

It is also integrated with WhatsApp

Our Chatbot has led to

It’s Key Applications

5X more conversions through Vanilla Web Experience

10X interactions over previous basic chatbot

CLICK HERE

Drop in Customer Queries over Voice Support by 20%

Significant learnings on Customer Preferences due to Analytics.

The Bot handles use-cases across the Insurance Life CyclePreSale Customer Engagement Claims Renewals12



https://projects.invisionapp.com/share/4FQ1QSIMS3P#/screens

Lead Conversion Accelerator by Mantra Labs is a complete solution focused on the unique workflows of an Insurance Company which harnesses AI/ML to build a system which leads to significant uptick in conversions.

ACCELERATOR

THE KEY FEATURES ARE

Automated Lead Capture

Lead Qualification

Lead Distribution

Lead Nurturing


90% of all of Religare’s Business is handled by our Lead Conversion Accelerator13


CONVERSION ON THE PLATFORM

The Core focus of our efforts is to increase the Conversion on the platform.

Engagement Hacks on the platform to facilitate conversion. Eg. “Time Tracker for Tax Savings”

Extensive A/B Testing of changes to measure success.

Tweaks are done on the portal and tested to keep getting incremental wins.

The complete Sales Funnel on the website is analyzed holistically for user drop-offs.

Legacy Browser Support due to high conversion rates.

Multiple Payment Gateways for switching during failures.

Customer Feedback Loop for quicker problem resolution of issues faced.

through rates in last 3 years


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AFTER THE SALE-ENGAGING THE CUSTOMER Engagement with users using multiple

touch-points

User-friendly Booking Health Check-Ups, downloading Health Reports & Appointment Summary

Seamless experience in getting any information or filing claims and renewals.


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ENGAGEMENT APP CUSTOMER This app helps an onboarded user to manage different aspects of his policy while leveraging value added services across the Life Cycle


One stop app for users - leading to drop in customer queries

Highest rated Health Insurance App

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The App handles use-cases across the Insurance Life Cycle after saleCustomer Engagement Claims Renewals

4.5

Options to avail Health Checkup, OPD Services, Self Service options, file claims and renew policy

Significant customer engagement through notifications and nudges to complete buying journey.


CORPORATE PORTAL


This portal is for the customers to manage their policy and avail Value Added Services

Significant drop in call volume.

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Valuable Sales tool for Corporate Team.

Platform for upselling services.


SELF-HELP PORTAL


The self-help portal screen lets the user do simple tasks like Change in Mobile Number, Email ID or Address along with assorted requests.

Power in the users hand leading to more positivity.

Leads to significant drop in call volume.

Also available as an App.

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EASIER CLAIMPROCESSING LIFE CYCLE

This web portal has helped Religare simplify the Claims life-cycle with significant Operational Gains

Simpler Claim Intimation

Intuitive & Secure Upload of Documents

Claim Status Intimation


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MAXIMUM RETENTIVITY


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Renewals is the one of the biggest Revenue Generators for Insurance Companies.

Nudges through appropriate messaging help in improving Renewals Ratios – leading to higher Turnover.

Insurance Portability from other Insurers online. A New Revenue Stream.

Renewals are facilitated over Web, Mobile App and over Chat.


RENEWAL THROUGH WEB


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The portal offers a simple interface to renew ones policy. The Portal also has options to upsell via Add-ons and multiple coverage options.


PORTABILITY Insurance Portability Micro-Site was ideated, designed and developed by Mantra to help users move from some other insurer to Religare, seamlessly.


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MAJOR TECHNOLOGYINITIATIVES

Religare achieved much higher test coverage in lesser time, with stable releases across multiple platforms and devices using Mantra’s 360 coverage comprehensive testing tool - DUBi

80% Reduction in Regression Effort

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ON REGRESSION TEST SUITE

Parallel & group execution for lesser time coverage

Multiple OS/Multi-browser test execution.

Unified interface to automate / execute business logic easily across multiple devices and platforms


CHANGE WITHOUTDEV DEPENDENCEThe Open Source Content Management System for Religare has been instrumental in empowering the Religare Business Users to respond to market, manage business workflows and update information without any dependence on Development Team

Partner Module for direct payment links for non-website purch

Store and Forward Offline Purchase Management when Back Systems are down.

Dynamic Update of Static Information.

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INITIATIVE

The legacy technology stack of Religare is being modernized phase wise keeping in consideration business needs and future state readiness todisruptive technologies.

In-Silo Legacy Architecture being replaced with Micro-Services Oriented Architecture.

Restful services for easy interoperability with third party applications.

Multi-Layered approach to ensure limited impact of anysystem going down.

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SOLUTIONS

Mantra DevOps capabilities have led to 400% increase in live deployment efficiency with fewer roll-backs.

Ability to host a Disaster Recovery Environment on the cloud during any such scenario has led to Zero downtime for the front portal.

Lesser Turnaround Time for Dev Team

Reduce development and Testing Time, UAT

Build optimization to improve efficiency

UAT cloud to deliver scalable infrastructure

LMS to give real time data with least Lag

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ENGAGEMENT MODEL

Distributed Delivery with both Onsite and

Offshore

Strong Design & Process Consulting

Scrum-based Agile Development

Key Account Managers

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Thank You!

+91 974-049-5689 [email protected] www.mantralabsglobal.com Bangalore | Gurugram | California

mailto:[email protected]

http://www.mantralabsglobal.com

Sourav Das